The first night in Hor hotel was an absolute disaster! The room was very hot and the air-conditioning was not working (MALFUNCTION ERROR was visible in the control screen).
Clearly, the hotel failed to check the air-con was in a working condition before they gave us the keys.
The bed/mattress was very squeaky also preventing us from getting asleep.
Reception denied any compensation in terms of room upgrade even though there was room availability instead advising we raise the issue with the manager and Expedia on a business day as no one senior was available on weekend. Upon insisting, they offered, either we go to a different hotel (really?) or give us another room of same specifications and free breakfast (which was poor and super cheap for them to offer). We stayed in a different room for the other 2 nights but was equally dated and poorly maintained for a 4* hotel.
Note the night reception guy Yaya was excellent! The day reception was not, they should have offered us the customary room upgrade. Instead, they denied room upgrade on the basis we had already been upgraded as Expedia Gold members. Note the 'upgrade' we were given was really just a different view room, not any bigger not anything better. Being Expedia Gold is not an excuse for denying meaningful compensation, but rather should be a reason to be treated in a more special way.
Told Expedia about it and replied: "We have contacted Hôtel Hor Europe and they have denied the refund."